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4 Employee Moments That Matter to Remeasure in 2020


Despite 92% HR across organizations1 seeing employee experience as even more critical to the business in 2021, an alarming majority of 71% of employees surveyed by Gartner2 state they feel otherwise. 

So what’s making 71% of employees feel disconnected with HR?

Organizations that still consider surveys as the main method to measure and build employee engagement strategies face limitations in the form of:

  • Bias 
  • Frequency 
  • Actionable insights 

As we mentioned last year, this feedback data does not provide a real-time, holistic view of your employee’s sentiment. Given how diverse and multi-generational the workforce has become, the typical employee life cycle model must reinvent itself to factor in and measure different nuances of moments that matter to your employees to understand how they experience the organization. These moments should be seen as absolute employee expectations that impact perception, value, productivity, and finally, your bottom line. Mercer’s 2019 talent trends study3 confirms: Thriving employees are nearly 4 times more likely to work for an organization that understands their unique skills and interests and 3 times more likely to work for an organization that enables quick decision making.

People analytics expert David Green also observes that a stronger EX strategy comprises more sophisticated, data-driven, and continuous moments that matter. In fact, companies that invest in strong EX strategies outperform in the market (see Global High-Performance, Companies in the graph below).


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16% of HR leaders are already experimenting with a ‘moments that matter’ approach to understand their employees better. 56% of HR leaders want to identify these key moments for their organization. 

We breakdown 4 key employee experiences to relook and update your moments that matter strategy: 

1. The workplace EX: Consider the many nuances of an employee experiencing their workplace for the first time, such as the desk they will be sitting at, the tools they will use, the office design, easy accessibility of resources, a wide range of amenities offered... 

Sam, on her first day at work, has been assigned a buddy to show her around the office and get her acquainted with the team. However, her buddy is nowhere around, she is unsure where her team members are, her manager is travelling, and she ends up sitting at a desk that she later realized was not even hers. Sam’s first impression of the organization is a negative one.

How can you make Sam’s moment better in 2020? Be more on the ground using tech to connect and bridge the gap between HR and employees to gain real-time data on ground issues that are usually easy fixes.

Progressive organizations are using AI and people analytics to capture feedback in a timely, contextual manner frequently across touchpoints to capture organisation pulse and employee sentiment. Today, 50% of company leaders are planning to co-create experiences that capture diverse employee needs from their workplace.4

2. The people EX: Consider how much an employee has to adapt when there is a change in their immediate work ecosystem, be it their role, project, team, manager, workplace location...

Tim has spent over 3 years at your organization. He recently had to switch teams and  manager. It’s been 2 weeks since this change; however, he still feels left out of important meetings, social after-work gatherings, and 1:1s with his new manager. The experience has been starkly different  from what he was used to and unfortunately, Tim pretty much feels lost at this point. 

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How can you make Tim’s moment better in 2020? Prioritize and initiate regular conversations with your employees who undergo frequent changes across teams, managers, locations. Using predictive analytics, you can uncover insights from real-time data and create effective, meaningful action plans focussed on employee well-being to manage change better. 

While change fatigue is growing concern across nations, 92% of employees are open to data collection as long as it benefits them5. This data can help HR understand key pain points that attribute to fatigue and steadily introduce change keeps the workforce happy, motivated, and engaged. Read more on how you can enable the same.

3. The work EX: Consider the many internal factors, such as promotions, appraisals, learning and development initiatives, mentoring and guidance, that contribute to an employee’s work performance...

Riya has completed 2 years at your organization. She expects to be promoted to a senior role since she has been meeting her targets consistently and has been appreciated by her customers and peers. When it comes to her performance review, her manager rates her a score she’s not quite happy with. She feels immediate anger and thinks of alternative workplaces that may appreciate her performance more. 

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How can you make Riya’s moment better in 2020? Create a culture that promotes leaders and employees to have open, honest discussions. Set goals that give employees a sense of meaning with clear expectations mapped to each. 

A study cited in Forbes6 confirms the same that employees who are part of their goal-setting journey with their managers are 3.6 times more likely to be engaged than those who are not.

4. The personal EX: Consider the many external factors that contribute to an employee’s every day experience, such as family bereavements, marriage/divorce, sudden illnesses...

Andrew, your employee of just a year, found out that his grandmother is in the hospital. He also has a critical deadline to meet and his manager is in an important customer meeting. He reaches out to his HRBP for her and has been asked to wait till his manager is back. At this moment, Andrew is torn, unable to focus at work, and feels helpless overall. 

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How can you make Andrew’s moment better in 2020? Acknowledge these moments as they profoundly impact an employee’s decision to stay or leave the organization. While designing your EX strategy, you must also capture the experiences out of an organization’s control and train HR to handle as they occur. 

Employees who feel empowered, respected and like they’re making a difference are more likely to stay, and those who don’t have only a 35% chance of staying on.7

And we couldn't have summarized it better than Robert Bolton, Head of People and Change CoE at KPMG, in the recent Future of HR report: “Those that ‘get it’ are acting decisively, viewing HR as a new value driver and turning to data, predictive insights and AI. The rest are either limiting themselves to changes that show some progress, perhaps through data and analytics initiatives, or simply clinging to a static approach that’s perilous.”8


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Write to us at tanmaya@infeedo.com to know more on how you can be on top of all your employees’ moments that matter. 


Amrita Kar
Amrita Kar
Content Specialist at inFeedo

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